Remote Patient Health Monitoring FAQs

When are health measurements monitored while I’m at home?

Measurements taken at home are not monitored 24/7. They are only monitored by Duke providers during normal, weekday hours of business, which run 8:00 am to 5:00 pm. Your measurements will not be monitored on weekends or holidays. If you have a medical emergency or immediate concerns, seek medical care right away at the closest emergency department or call 911.

Do I need a Duke MyChart account to participate in remote patient monitoring?

Yes. If you do not have an active Duke MyChart account, you can sign up online with an access code provided at your last appointment or request a code to create an account. 

What technology is required to participate in remote patient monitoring?

All participants must have a mobile device that can support the corresponding app for your monitoring equipment. The app may be available in the Apple App Store or Google Play Store.

What mobile device apps do I need?

To access your Duke MyChart account, you’ll download the My Duke Health app from the Apple App Store or Google Play Store. You will also need to download a mobile app that corresponds to your device manufacturer (for example, Qardio Heart Health). A separate account will be required to use a device’s app so your data can be stored and shared with providers.

Can I use a tablet instead of my smartphone?

If your device manufacturer makes a tablet-compatible app, then you can use this instead of a smartphone. If you have issues using a tablet instead of your mobile phone, call our support staff at (919) 684-1598.

Are my measurements automatically sent from my device to my Duke care team?

Yes. Once you set up your device, download the device’s app, and link your device account to Duke, then your provider will be able to see this data. Instructions are provided in your patient guide.

Can I use my device to measure health information from someone else? 

No. Your provider will review any information you track as your own. Using your device to collect information from someone else could cause your provider to misinterpret this data. 

How do I pair (or re-pair) my health device to my phone? 

Your device will come with a quick start guide or user manual with a step-by-step process for Bluetooth pairing. If you no longer have this information, we recommend you search your device brand and model online to find a digital user guide. You can call our support staff for additional help.

Why isn’t the information on my device syncing with the app on my phone?

There is sometimes a delay in information being received by an app. We recommend first giving it more time or looking for a sync button in your app. You can also try closing the app and re-opening it. If you still have trouble syncing your device and app, call our support staff.

How do I stop sending information from my device to my Duke care team?

Log into Duke MyChart and select the “Messages” link in the top navigation bar. You’ll need to locate the most recent message from your care team about your device. In that message, you’ll see a link that you used to connect your device account to Duke. Click that link and you’ll be taken to a website where you will see a “disconnect” option for each connected device.

What should I do if my device doesn’t turn on?

Try replacing the batteries (if applicable) or make sure the device is charged. Reference your device’s manual for other troubleshooting options. If you need additional help, call our support staff.

Do I need to return my device once I’m done monitoring information?

No. If your device was given to you by your Duke provider, it is yours to keep.

What happens if I lose my device?

Call Duke Telehealth Support at (919) 684-1598. You may be eligible for a replacement.

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